CORE VALUE STATEMENT
The City of Kennewick will provide excellent public service and ensure the safety and wellbeing of our community and one another through the empowerment of each employee. We value integrity, inclusiveness, stewardship and communication. We are accountable to our community for innovative and collaborative efforts that anticipate needs, leverage resources and deliver solutions.
 
SAFETY STATEMENT
We expect our employees to ensure compliance with all applicable safety practices and policies, including those established by OSHA/DOSH regulations and by the City’s Accident Prevention Plan. This includes but is not limited to actively identifying and correcting potential hazards that may affect employee and public safety, including those identified by co-workers. Leading by example to promote a positive culture of workplace safety through everyday action; emphasizing safe completion of work throughout all aspects of developing and carrying out work plans.
CLASSIFICATION SUMMARY
Under general direction of the Information Technology (IT) Director, the IT Operations and Infrastructure Supervisor is accountable and responsible for ensuring high quality, consistent technical Customer Support based on “Best Practice” (ITIL) methodology. This position is responsible for supervision of customer service operations, IT service desk staff and assignments, desktop support, audio/visual systems and staff, network and server operations, identity management and infrastructure operations. This position serves as a senior technical resource and assesses user requirements, recommends/executes technological solutions, ensures a high level of operational readiness, evaluates changing computer and communication technology with respect to its potential application to the City, responds to information systems outages and incidents, and performs other related duties as required. This position ensures that the City’s end users are receiving the appropriate assistance, and effective/efficient support of the City’s desktop computing environment. Manages all procedures related to the identification, prioritization, and resolution of end user help requests, and the monitoring, tracking, and coordination of Service Desk functions. Acts as a major contributor to problem resolution by managing in-person, hands-on support to end users at the desktop level. Supervises and evaluates the performance of assigned staff. Works closely with the IT Software Support Supervisor, IT Assistant Manager and IT Director to identify, recommend, develop, implement and support cost-effective solutions for all aspects of the City, and may be required to serve as the IT Director in his/her absence as assigned. This is a single position classification. It is not part of a series.
WORK SCHEDULE
The initial work schedule for this classification will be full-time, Monday through Friday. Early mornings, evenings and weekend work may be occasionally required. Overtime may be occasionally required. This position shares responsibility, on a scheduled basis, to provide after-hours support. This classification is exempt under the FLSA.The following list reflects the essential job duties and responsibilities of this classification, but should not be considered all-inclusive. The incumbent will be expected to perform other related duties as assigned.

• Plans, organizes and maintains all computer systems within the City, including data networks, virtual and cloud server environments, identity management, cybersecurity systems, business information systems and public safety systems.
• Develop and continually evolve the Service Desk strategy, based on knowledge of organizational objectives and other factors.
• Works positively and constructively with relevant stakeholders and the team to carefully plan, design and deploy with continual improvements to service quality in a highly technical and demanding environment.
• Supervises all IT service desk operations and serves as escalation contact.
• Manage the assessment, tracking, and prioritization of all incoming service requests per the Service Request process. Ensure requests are directed to the correct process for handling and assigned to appropriate resource for resolution. Ensure all service management process are documented, maintained and adhered to.
• Review, analyze and report on all key performance indicators for each IT Service Management (ITSM) processes and identify trends in call center issues. Develop reporting method appropriate for the following audiences: 1) Executive staff, 2) IT Management staff, 3) IT staff, and 4) customers.
• Assist with building and maintaining the IT Service Catalog listing all IT services, their respective Business Importance Level, key-performance indicators for each service, reporting of service delivery, and plans to improve service in identified. Establish and maintain the Service Level Management process using a life-cycle approach per the ITSM best practice. 
• Develops and maintains up-to-date documentation supporting assigned and related areas of responsibility. This includes network diagrams, procedures and steps for equipment setup, standard operating procedures, and inventory records.
• Identify multiple methods to interact with customers and solicit feedback to assist in identifying areas of process improvement to support core agency needs.
• Create vision and leadership around IT Service Management (ITSM) principles and processes as described by ITIL. Manage resources to ensure consistent level of service and effective service delivery. Identify shared service and other alternative approaches to improving IT service delivery.
• Develop and implement all functional policies and procedures, including those for desktop systems, standards, purchasing and service provisions; analyzes existing operations and makes recommendations for the improvement and growth of the desktop computing infrastructure and IT systems.
• Research and investigate new computer hardware for the City’s computing environment to improve service and reduce costs. Manage the replacement, deployment, monitoring, maintenance, development, upgrade and support of IT systems, including PCs, desktop operating systems and associated hardware. Approves purchase of equipment and supplies in order to meet operational requirements of the City. Manages the procurement of goods and services required to deliver agreed IT Services
• Supervises, motivates and provides direction and guidance to assigned staff. Evaluate and review work performance for acceptability and conformance with department standards, goals and/or City competencies; works with employees to correct deficiencies. Plans, coordinates and arranges for appropriate training of subordinates to ensure a high level of technical knowledge within Customer Service and Operations team members. Document corrective action as it applies to City policy, as needed. Participates in the interview and selection process of new employees; recommends merit increases, reassignment and promotions according to established guidelines.
• Ensures a high level of customer focus with due care and attention to customer priority issues and appropriate levels of customer communications to maximize customer satisfaction. Interfaces with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department. Resolves problem situations in a professional manner. Accurately communicates pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service.
• Provides uninterrupted operation of network infrastructure, systems, messaging, telephony, and cyber security operations within the City
• Provides all tiers of technical support for all networking devices, servers, workstation hardware and software, printers and peripherals throughout the enterprise. Implements, monitors, and ensures the enterprise IT infrastructure and the end user workstations are available, and performing according to standards. Provide operational backup duties for IT staff.
• Ensure routine network and server maintenance is performed; oversee network services and systems; confirm auditing the integrity of all switches, routers, and servers.
• Assists with updates to existing security software on networks and workstations. Tests existing systems and personal computers for potential viruses and security problems.
• Ensure major incident response procedures have been identified, documented and maintained and that staff have been trained on these procedures.
• Coordinate the activities of third party service providers and suppliers. Monitor their performance against their SLAs and help resolve underlying problems.
• Assists in long-range planning and short-term system implementation planning. Support/Perform IT infrastructure planning and development, project management and application support.
• Communicates clearly and concisely, both orally and in writing.
• Works positively and constructively with users in a highly technical and demanding environment.
• Manage the Service Desk and Operations staffing levels, task allocation & scheduling to ensure adequate coverage during normal business hours, on-call support, and related after hours support as needed in response to business requirements (e.g. to resolve incidents or to carry out maintenance tasks or upgrades after hours)
• Supports the City’s mission, goals, policies and objectives; as well as the City’s IT Department values of: Openness and honesty; integrity and ethics; accountability; outstanding customer service; teamwork; excellence; and fiscal and environmental responsibility
• Performs other related duties as assigned.

 This position requires a Bachelor's degree in Information Systems/Technology or related field and technical certifications (i.e. CCIE, CCNA, MCSE) is preferred. Five years of increasingly responsible experience in IT incident response, issue management and customer service to include at least two years of experience in a lead or supervisory role. Three years of experience working in ITIL IT Service Management environment, or any combination of relevant education and experience sufficient to demonstrate the knowledge, skills and abilities to perform the duties listed above.
 

• Must successfully complete the ITIL Foundation Course within 1 year of hire date.
• Must obtain Cisco Certified Network Associate (CCNA) or Cisco Certified Network Professional (CCNP) or Certified Information Systems Security Professional (CISSP) certification within two (2) years of hire and maintain throughout employment
• Must possess and maintain a valid State of Washington driver’s license.
• Must pass a criminal background investigation.
• Must maintain a level of mental and physical fitness required to perform the essential functions of this classification.

To perform the essential functions of the classification, incumbents must be able to demonstrate the following knowledge, skills and abilities:
 
Knowledge of:

• ITIL Service Management methodology.
• Excellent IT skills including a thorough knowledge of MS Office productivity suites.
• Windows desktop and server operating systems, Active Directory, SQL, IIS, and Azure. 
• M365/Exchange hybrid
• SCCM
• VMWare
• Meraki Cisco
• NIST or CIS controls concepts
• Infrastructure & network support including, but not limited to LAN, WLAN, server, virtualization, back-up (Veeam preferred), storage, email, printer, voice and security technologies as well as audio visual equipment.
• Network engineering.
• System engineering.
• Networking protocols including IPSEC,SSL,BGP, EIGRP, STP, 802.11 and QOS
• Effectively researching, planning, scheduling, and implementing system upgrades and conversions to new technologies.
• Correct English usage, grammar, spelling, punctuation and vocabulary.
• Public speaking techniques.

 
Skills & Ability to:

• Install, maintain, operate and configure computer hardware and software with best practice processes for securing systems and networks. 
• Provide support for the City’s computer and users; troubleshoot personal computer hardware problems and malfunctions. Support diagnostic utilities to monitor system and application performance and security log analysis.
• Work with a significant degree of independence. 
• Supervise the activities of assigned staff.
• Excellent organizational skills with the ability to work calmly under pressure, multi-task, remain flexible to changing priorities, and prioritize.
• Demonstrated ability to lead and to effectively communicate with staff at all levels including a proven ability to communicate with technical and non-technical staff across multiple disciplines.
• Interpersonal skills using tact, patience and courtesy.
• Maintain confidentiality of sensitive materials and information.
• Demonstrate strong written and verbal communication skills required to present department plans and activities to individuals and groups throughout the organization.
• Ability to prepare reports; conduct meetings; create and deliver formal presentations.
• Apply principles of logical or scientific thinking to define problems, collect data, establish facts and draw valid conclusions.
• Ability to carry out instructions furnished in written, oral or diagrammatic form.
• Must maintain regular attendance and punctuality.